Mercedes-Benz Cars Testimonial – How CX First Speeds Up Information Sharing and Network Efficiency
Discover how Mercedes-Benz Cars leverages the Connect, Explore, and Deploy modules to streamline KPI and field feedback management, ensure precise oversight, and enable continuous improvement in customer satisfaction. Multi-sourced data and massive information sharing.
Multi-sources
Context & Challenge
Before integrating CX First, reports and indicators were distributed via different, non-connected tools. Although teams had the data, using it remained complex, making rapid dissemination to the international network difficult. Centralizing KPIs, analyzing verbatims, and making audio content available in a simple, consistent format became a necessity for optimizing customer service.
Strategic decision-making
Explore.
Thanks to the Explore module, Mercedes-Benz Cars was able to merge data streams from surveys, field reports, and e-reputation, segmenting them by market and geographical area. By implementing a fully customized dashboard, teams gained quick access to critical indicators while automating the distribution of these elements to the network, ensuring both consistency and responsiveness.
"The customization of the dashboard and the responsiveness of the teams allowed us to meet our needs exactly. Moreover, the mass distribution of information (KPIs, audios, verbatims) to the network is handled in a simple and automated way." — Richard Laval, Customer Services Management – Mercedes-Benz Cars
Operational impact
Deploy.
Action-taking is facilitated by the Deploy modules: each identified insight is linked to a tracked and monitored action plan, accessible to all teams in the network. Automatic alerts help anticipate critical points, and mass information sharing ensures global alignment. The result: a unified view of customer feedback, transformed into concrete and measurable operational decisions.
Discover CX First
Take back control of the customer experience.
CX First: the strategic hub that transforms the voice of the customer into a performance driver.
- Centralize your data, manage your teams, align your decisions—all in a single platform designed for executives.
- Already 60,000+ connected sites • 200,000 users • 200 clients in 30 countries
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